Xbox Order Payment Taken but No Confirmation Email

[Daniel290]

Hi,

Yesterday I purchased “ XBOX Series X25 Limited Edition bundle with Grand Theft Auto VI” from the ee website and I’ve had no confirmation email about my purchase, but the money has left my credit card. 

Can anyone shed some light on the situation?

Thanks, Daniel.

[Peter_W]

Welcome to the Community, @Daniel290 

As a first port of call, it's worth double checking to see if this payment shows as fully extracted, or if it still shows as pending - this can give a good indication of whether the order went through.

Also did you order this as an add to plan alongside your mobile contract, or standalone via our tech store?

If it's the former, please give our customer care team a call, or if it's the latter you can find all the details you need to contact our electronics team here:

EE Tech orders including accessories and SIM-free handsets | Orders And Returns Help | EE

Peter 

[Daniel290]

 Hi, and thank you for the reply!

This is what my banking app says, and it’s been added to “amount owed”. I’ve contacted my bank and they said the payment has gone through, and to contact ee.

The problem is now I’ve potentially missed my chance at getting the limited edition Xbox.

[Peter_W]

Thanks @Daniel290 

This doesn't necessarily mean the order didn't go through, but usually we would expect this to quickly move past the pending stage.

I'd definitely recommend checking in with our team on the details mentioned in my earlier post, and they'll be able to say 100% what's happening.

Peter